Short answer: My Alarm Center is no longer best evaluated as a separate new-customer brand. Alert 360 and My Alarm Center announced a merger in 2021, and current My Alarm Center support routes redirect to Alert 360. Existing customers should start with their own signed agreement, equipment schedule, billing history, account notices, and the current Alert 360 support record. New shoppers should get a dated written quote and compare the complete installed job with directly purchased alternatives.
What changed: My Alarm Center and Alert 360
The companies announced their combination in a December 2021 merger release. Current My Alarm Center account-help and contact URLs redirect to Alert 360 support and the Alert 360 website. That means an existing customer’s controlling records matter more than an old My Alarm Center marketing page or an undated online price claim.
Do not assume a merger automatically changes or cancels an agreement. Do not assume an old contract, price, equipment ownership rule, installer code policy, renewal clause, or cancellation route applies to every account. Read the exact signed documents and current notices for the property. If they conflict, ask for a written explanation tied to the account and agreement.
Current-source checklist
| Record | What to save | Why it matters |
|---|---|---|
| Original agreement and later amendments | Parties, property, start date, initial term, renewal, price, increases, equipment, installation, monitoring, service, cancellation, transfer, governing law, and signatures | Shows the terms the customer actually accepted |
| Merger or account notice | Sender, date, account number, new payee, support contact, privacy terms, service changes, and effective date | Separates a corporate change from a contract change |
| Equipment schedule | Panel, keypad, contacts, motions, cameras, locks, communicators, life-safety devices, ownership, lease, loan, warranty, and installer code | Prevents hardware and ownership disputes |
| Billing history | Monitoring, video, cellular, maintenance, taxes, increases, credits, replacements, late fees, and disputed charges | Supports an accurate cost and dispute record |
| Current support record | Case number, agent, date, issue, promised action, deadline, evidence supplied, resolution, and escalation route | Creates a usable service trail |
| Cancellation or transfer request | Required notice, delivery method, deadline, balance, equipment return, confirmation, final bill, and effective date | Reduces ambiguity at the end of service |
Review the installed security job, not the company name
List every exterior door, accessible window, garage, gate, motion area, local warning point, lawful camera view, lock, life-safety device, communications path, monitoring contact, local responder, and unavailable-owner route. Then map each required job to an exact installed device and service.
| Installed job | Exact account record | Acceptance evidence |
|---|---|---|
| Direct opening detection | Contact, panel, zone name, mode, delay, bypass, local warning, event history, communicator, monitoring receipt, and response | Repeated physical open-close tests per required zone |
| Motion detection | Sensor model, placement, sensitivity, pets, mode, delay, local warning, event history, monitoring, and restoration | Normal, boundary, occupied, and empty-property walks |
| Local warning | Panel, keypad, indoor and outdoor sirens, audibility, visual indicators, backup power, trouble warning, and test mode | Approved warning recognized in intended areas |
| Remote alert and monitoring | Event, app, phone settings, recipients, communicator, monitoring center, contacts, verification, dispatch terms, permit, and escalation | Approved monitored test under provider procedure |
| Camera evidence | Lawful view, power, network, trigger, storage, retention, first useful frame, timestamp, playback, export, users, service, and ended-service state | Day, low-light, outage, playback, and second-device export tests |
| Access and ownership | Keys, codes, locks, app users, installer access, equipment ownership, transfer, reset, deletion, and account recovery | Allowed, denied, expired, removed-user, and second-owner tests |
Contract and renewal checks
Read the agreement rather than relying on a salesperson’s summary or a generic online cancellation article. Record the initial term, renewal form and length, notice window, notice address or method, early-termination formula, move policy, military or statutory rights where applicable, equipment return, outstanding balance, final bill, and confirmation requirement. Keep dated copies of every version.
If a clause is unclear, ask the provider to identify the exact paragraph and explain how it applies to the account in writing. For legal rights, use the regulator, consumer-protection office, or qualified attorney for the customer’s jurisdiction. This article is a comparison and documentation guide, not legal advice.
Equipment ownership and installer access
“Installed at the property” does not prove “owned by the customer.” The agreement and equipment schedule should state whether each panel, communicator, camera, lock, and accessory is purchased, financed, leased, rented, or provider-owned. Record the balance, warranty, replacement responsibility, return condition, and what remains usable after service ends.
Do not rely on a universal claim that a provider must release an installer code. Record the exact panel model, dealer lock, communicator, cloud account, firmware, app, user roles, code policy, monitoring compatibility, and reset path. A qualified alternative provider can inspect the exact hardware before promising reuse.
Billing and support escalation record
- Write the account number, agreement date, property, current service, exact issue, disputed amount, desired correction, and deadline.
- Attach only the records needed: agreement page, bill, payment, equipment record, outage log, support case, cancellation proof, or service evidence.
- Contact the current provider through its published support route and save the case number, agent, date, promised action, and follow-up date.
- If unresolved, use the agreement’s escalation and dispute process, payment-provider process where appropriate, and the relevant state regulator or consumer-protection office. State facts and requested relief; do not exaggerate.
- Confirm the correction, credit, service state, cancellation date, equipment state, and final balance in writing.
Failure and service-end matrix
| State | Record | Pass condition |
|---|---|---|
| Internet disconnected | Direct zones, local warning, cameras, storage, app, panel communicator, monitoring receipt, clocks, queued events, and restoration | Required local jobs remain honest and remote failures are clear |
| Panel or communicator unavailable | Zone state, local warning, trouble signal, app state, monitoring path, stale state, service action, and recovery owner | Lost jobs are named and restoration is recorded once |
| Property power lost | Panel, cameras, network, storage, locks, sirens, backup power, measured runtime, warning, safe shutdown, and restart | Dated runtime and clean restoration |
| Primary phone or administrator unavailable | Local controls, second owner, monitoring contacts, evidence, alerts, response, support, and account recovery | Backup person completes the approved incident route |
| Monitoring or video service ends | Sensors, warning, cameras, storage, app, remote alerts, support, equipment ownership, transfer, reset, deletion, cancellation, and billing | Permanent state is documented before signing |
| Account transfers or property is sold | Agreement, equipment, balances, accounts, codes, recordings, services, recovery methods, signed-in devices, and ownership | Former access fails and the new owner passes acceptance |
Compare a directly purchased alternative
A quote-led professionally installed system can fit a customer who wants a provider to design, install, monitor, and support the system under a written agreement. A directly purchased system can fit a customer who wants hardware ownership, self-installation, optional monitoring, and more control over the permanent unpaid state.
For an equal third-path record, compare Abode’s Smart Security Kit and current plans against the same direct sensing, local warning, communications, camera evidence, outage, monitoring, service-end, ownership, support, and three-year-cost jobs. Do not compare a DIY starter price with a fully installed dealer quote.
Three-year cost worksheet
Include equipment, financing or lease payments, installation, activation, monitoring, cellular communications, video services, storage, smart-home add-ons, life-safety devices, maintenance, service calls, batteries, replacement, permits, taxes, price increases, moving, cancellation, equipment return, and owner time. Keep separate columns for the purchased state, permanent service state, and ended-service state.
60-minute My Alarm Center / Alert 360 account acceptance test
- Minutes 0-10: reconcile agreement, amendments, account notices, equipment, ownership, users, services, billing, renewal, cancellation, support, and recovery records.
- Minutes 10-22: trigger selected direct zones and compare physical, panel, app, history, local-warning, communications, monitoring, and response states.
- Minutes 22-32: test lawful camera views, playback, export, timestamp, storage warning, users, and ended-service assumptions.
- Minutes 32-43: run approved internet, communicator, and power-loss tests; record local jobs, clear failures, backup paths, and restoration.
- Minutes 43-52: add, limit, and remove a temporary user; make the primary phone unavailable; have the second owner complete the approved incident route.
- Minutes 52-60: sign the permanent service state, ended-service state, three-year cost, cancellation record, ownership, privacy, support, and recovery records.
Frequently asked questions
Is My Alarm Center now Alert 360?
Alert 360 and My Alarm Center announced a merger in 2021, and current My Alarm Center support routes redirect to Alert 360. Existing customers should confirm the current account party, payee, support contact, and terms from their own notices and agreement.
Did the merger cancel or replace every customer contract?
Do not assume that. Read the signed agreement, amendments, and account notices. Ask for any claimed change in writing and tied to the exact account.
Can an existing panel be monitored by another provider?
Possibly, but compatibility depends on the exact panel, communicator, firmware, dealer lock, installer access, cloud account, ownership, and service state. Have the alternative provider inspect the exact installed equipment before canceling current service.
What should a customer save before requesting cancellation?
Save the agreement, amendments, equipment schedule, billing history, notice clause, account notices, support cases, payments, service evidence, cancellation request, delivery proof, response, final bill, and written confirmation.
Is this article legal advice?
No. It is a security-system comparison and documentation guide. Use the relevant regulator, consumer-protection office, or qualified attorney for legal rights in the customer’s jurisdiction.
William is a tech buff and former corporate security officer turned cybercrime analyst. Computers have few secrets left for him, but home security and alarm systems… Well, those have plenty of secrets for their users, which William is now uncovering and explaining. His articles on home security helped many people take the matter seriously, invest in highly performing systems, and avoid becoming victims of burglaries.
Tony Miguel says
I considered going with this company but the the auto-renewal thing kept me away. I’ve had a lot of trouble with this before with other companies. It’s always so frustrating to see that you have monthly payments coming out of your account that you didn’t sign up for. I think they really need to change their policy on this for future business. It never has been and never will be a popular feature.
Lilian Snow says
One good thing with Honeywell’s alarm center is that they provide very high-quality alarm services. Their customer care agents are there always to listen to your complaints and help resolve them. Though I don’t like the auto-renewal plan, they send a reminder before renewing so no big deal.
David says
My experience with ‘My Alarm Center’ – Scan Security South Hampton NY
Which I like to refer to as SCAM SECURITY
So where to start.
We live in East Hampton, NY and had an alarm with ADT for many years.
We had no problems with ADT, we had a alarm system with cameras and we could also control the heat, aircon and some lighting.
Two years ago I moved my business from NYC to work from home and due to the natural of my business my insurance company gave me a list of requirements for my home alarm.
After shopping around for an updated alarm system it seemed My Alarm Center were a better options at ADT.
This also felt good for me as My Alarm Center were a local company.
So SCAMS sales guy told me nothing was a problem, it would be an easy switch over.
He informed my that our existing cameras would work online / app system – Sounds great no ?
He informed me / promised me / WROTE in the contract that the new alarm would be UL certified just how my insurance company had requested – sounds amazing!
So we agreed terms with My Alarm Center
We gave notice to ADT
We informed our insurance company all sounds great
Now here comes the problem – sorry PROBLEMS
– The installed happened a couple of days late
– The installed guys turned up and know NOTHING about a UL rated alarm and UL listed parts
– I spent hours on the phone with their office, my insurance company
– SCAM’S office informed me that we couldn’t have a UL rated alarm system, even though the sales guy sold us this and wrote it on the contract
– We were told the cameras wouldn’t work online / app system unless we brought an extra part (convertor) for each camera at a cost of over a thousand dollars
– We were told that My Alarm Center’s online / app wouldn’t handle the same number of cameras that we currently had with ADT and we had two choices
1- to have less cameras
2- to have two online systems / apps at an extra monthly fee….. (and far from user friendly having two systems / apps)
So we went for option 1 to have less cameras – funny our new SCAM alarm has less video security than our old ADT alarm
– Our alarm install managed to take WEEKS, not the couple of days promised. This was due to the fact of the UL rated parts, the camera nightmares and we needed parts for a large safe (vibration sensor and door sensor) and they had issues sourcing these (both were agreed and in the sales contract) This meant for a period of time we had ZERO security at our home and in turn no business insurance.
– The wiring was left a REAL MESS by them. I’ve lived and had alarms installed in Miami, NYC, London (UK), France and Greece and I can honestly say I’ve never been left with wiring in such a mess.
– We were never trained on the system
– After the install we were not left with a ‘road map’ or any idea what sensor was what.
So those were the install nightmares
Then perhaps 1 year later the alarm control started to beep once every minute, this happened for hours I called and was told we had a low battery in the master bathroom window…. however we have 4 windows in the master bathroom and due to no labeling or map it was impossible to tell which one was low. After some time on the phone with support i managed to press the old ADT key pad in the basement and the beeping stopped.
Someone from My Alarm Center came out two days later and whilst they in my home they told me 1 window in the master bathroom was not connected to the alarm and was there a reason for this – OF-COURSE NOT – WHY WOULD WE NOT WANT AN ENTRY POINT NOT SECURED.
And then…..
A couple of nights later around 2am BEEPING BEEPING again every minute, both my and my girlfriend tried everything and then we called support. The first girl kept on telling us to key in our 4 numbers into the key pad…. we kept telling her we didn’t have a key pad we have a touch screen and there was no number key pad…..
Her not knowing the system we have is crazy
Her not being training on this touch screen system is crazy.
After over 30 minutes on the phone with her she told us she would get someone to call us to help.
A girl called who was amazing, super nice and spoke us though how to work the touch screen and disable the zone which was beeping. And she promised to follow up with us the next day… which she did.
Two days later a one of their engineer / maintenance guys came to change ALL batteries so this problem wouldn’t happen again and to also create a map / number them so we never which zone there was a problem with in future.
Whilst he was here this happened
– firstly he was AMAZED after so many of their staff coming to our home we still had an ADT sign in our drive way and sticker on our front door.
– He found and asked us why THE WINDOW ON THE GROUND FLOOR NEXT TO THE FOOR DOOR, had no sensors on and wasn’t hooked up to the alarm!! Are you KIDDING me that means we have had an alarm system for over a year, we have been paying for this system BUT THE WHOLE TIME WE HAVEN’T BEEN SECURE…….
And then this morning I received a bill for maintenance, the call out to fix the errors and what we paid for over a year ago…..
Its my mission to take millions of dollars away from SCAM SECURITY by sharing my story with all my friends, every real estate broker I know, the many custom home buildings I know. I know i’ve managed to push at least a hand full of people to other companies and I’ll keep doing so.
What a terrible experience.
Enrique Arias says
I had service with Hawk Security who was bought out by My Alarm Center. I was sent notices to have my system updated to accommodate 3G service since it was running on 2G Service which would become obsolete at the beginning of 2017. I did not respond because I didn’t want their service anymore. I guess they didn’t getthat part. Since then My Alarm Center has been charging me for service which they can’t even provide. Mind you my contract was no longer in effect and we were on a month to month. I realized what they were doing ( ripping me off since they were not providing me service) and I called them for a refund for the six months of payments that they had already taken out of my bank account. They refused. This company sucks and I would never recommend them to anyone. This is just my first review. I plan to hit every social media sight and then some to get myself some justice and my money back.
Adam Lenard says
I have nothing but great things to say about the company. I was running into issues with a previous security providers and My Alarm actually offered to pay off the contract if I sign on with them. I am so glad I mentioned that! Seems like these companies are more willing to help than people think.
Mel P. says
I never heard of them doing that for anyone. Maybe you spoke to the right person. Either way, I am glad you had a good experience, I did not. I was helping my mom get a security package and My Alarm turned it into a nightmare. They had her get all these extras she didn’t even want but she had no idea what they were for.
Mel says
Thanks for the review. There isn’t much out there on My Alarm Center and the things that I was reading felt like they were all just trying to sell my a product. Your review is actually unbiased. I will give this company a call next week. I have a few others in mind as well.
Penny R. says
I spend a lot of time in an empty home now. My husband goes out of town several times a month and is only home maybe 10 days. My children have either moved out or went to college and are only here in the summer months. I told him I wanted security and a friend at work recommended My Alarm Center. The man who walked me through it all and set it up was so nice and understanding. I had an issue right after he left and he was kind enough to turn around and come back after an hour of being gone.
Ian says
How is the contract for you and your husband? When I read that they do auto-renewal I didn’t want to call. I had a company do that to me in the 90’s and I was paying for nearly 2 years for something I didn’t even have installed or working in my home anymore. I am a bit paranoid.